2. Service Level Agreement (SLA)

Naranjatec undertakes to offer a minimum monthly availability of 99.9% for infrastructure services (Hosting, VPS, Private Cloud), excluding: – Scheduled maintenance with prior notice. – Interruptions due to force majeure or third parties. – Failures in the Customer’s software or configurations.

For natural person Customers using VPS or similar self-managed services, Naranjatec provides the service in a default configuration that ensures it is fit for its intended purpose and conforms with statutory requirements under Spanish consumer law.

• Scheduled: notified at least 24 hours in advance.
• Emergency: carried out without prior notice to avoid critical risks. Emergency interventions will be communicated afterwards when feasible.

• Critical incidents: initial response ≤ 1 working hour.
• Non-critical incidents: response ≤ 4 working hours.
• General enquiries: response ≤ 24 working hours. Resolution times will depend on the complexity and cooperation of the Customer.

• Hosting/VPS: optional daily backups with a minimum retention period of 7 days (depending on the plan).
• Private Cloud: optional managed backup, with RPO/RTO defined in the contract.

Backups provided by Naranjatec are a best-effort service. They do not replace the Customer’s obligation to maintain their own independent backups and cannot guarantee recovery in all situations.

If monthly availability falls below 99.9% for reasons attributable to Naranjatec, the Customer may request a credit equivalent to 5% of the monthly fee for each full percentage point below, up to a maximum of 50% of the monthly amount.

Compensation shall not apply when the cause derives from:

• Customer errors or configurations.
• Third-party software or hardware not controlled by Naranjatec.
• External attacks (DDoS) beyond its reasonable mitigation capacity.